Surveys are top of mind for me right now. We’re in the middle of a couple of survey projects, and surveys inevitably come up whenever we talk about loyalty, satisfaction, and […]
Measures
Is Knowledge Really an Asset?
“Knowledge is the key asset of the support organization.” The KCS Practices Guide, v5.1 The Consortium for Service Innovation If I had a nickel for every time I quoted the […]
Six Simple Measures for Community Managers
Not long ago, it seemed like there weren’t any reasonable measures for the health and effectiveness of communities; now it seems like there are too many! We often see eSupport […]
The Power of Feedback
Last time in this space, we discussed the power of appreciation. Let’s explore another primal human need—the need to answer the question, “how am I doing?” It starts early. Watch […]
Keep An Eye On Your Customers’ Success
Generally speaking, in Support we measure our operations: time to resolve and backlog, for example. But in Marketing, they measure customer behavior, like click-through rates and conversion rates. In this […]
Keeping Two Sets of Books
I learned a great best practice for organizational change this week at the Consortium for Service Innovation’s executive summit in beautiful Chatham, Cape Cod: Keep two sets of books! No, […]
